Customer Success Manager

Applied Intuition Inc.; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading credit intelligence firm in Greater London seeks a Customer Success Manager to enhance user adoption and retention. Responsibilities include developing client relationships, onboarding new users, and acting as a liaison between clients and internal teams. Ideal candidates should have a degree in business or finance and 1-5 years of customer-facing experience, particularly within financial services or subscription-based businesses. This role promotes a collaborative environment focused on client success and innovation.

Benefits

Competitive health benefits

Matched pension plans

Educational reimbursements

Qualifications

• 1-5+ years in a customer-facing role, ideally in financial services.
• Knowledge of credit/leveraged finance is a big plus.
• Diligent, organized, adaptable self-starter.

Responsibilities

• Become an expert in Octus products and the credit investing market.
• Develop relationships and drive usage with subscribers.
• Lead onboarding and implementation for new Octus subscribers.
• Monitor account health and provide dedicated support.
• Proactively strategize outreach efforts to clients.
• Collaborate across teams to meet client needs.

Skills

Strong communication skills

Relationship-building

Problem-solving

Customer advocacy

Education

Undergraduate degree in business, finance, or related field

Job description

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets. For more information, visit: https://octus.com/

Working at Octus

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.

Role

Octus provides breaking news and market-moving intelligence along with cutting-edge technology and data for hedge funds, investment banks, and law firms. We are changing the way that professionals access opaque or complex information, and we are always looking for bright minds to join our growing Customer Success team. The Customer Success Manager will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships within the buyside space, while also helping support the wider team. The Customer Success Manager will possess strong communication, relationship-building, and problem-solving skills.

Responsibilities

• Become an Octus expert with a strong understanding of our products, services, and the credit investing market
• Develop key relationships, drive usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products
• Lead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churn
• Monitor account health across a book of buyside accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Work closely with the sales team to develop account plans, monitor our client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth

Requirements

• Undergraduate degree, preferably in business, finance, or a related field
• 1-5+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based services - credit/leveraged finance knowledge a big plus
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.